You'll find those words in the introduction of
Four Seasons: The Story of a Business Philosophy by Isadore (Issy) Sharp, Four Seasons Hotels and Resorts founder, who was explaining the one idea that has made his company so successful. (Whether you work in business, for the government or at a not-for-profit agency, I highly recommend you pick up a copy.)
He goes on to write about how, in all the deals he's been involved with, he has never compromised in that regard. His goal was to deliver exceptional service
every single time.
But how do you do that across the entire company, or government department or agency, especially when there are hundreds or even thousands of employees, any one of whom can derail your plans?
Do you gather the troops and deliver this edict from on high? Do you punish those who do not deliver? Do you reward those who do? Yes, yes and yes. But those are only small pieces of a much bigger puzzle.
Sharp says talking about exceptional service is not enough. You have to develop a culture of exceptional service, something that cannot be mandated through policies. "It must grow from within, based on the actions of the company's people over a long period of time," he writes.
Great advice, but how do you do
that?
By trusting your people to make the right decisions, he says. By building their confidence. By believing in them. By giving them the authority to handle issues themselves without having to go to their supervisor or their supervisor's supervisor. You don't do it by having them say, "I'm sorry, Ms. Customer, but that's our policy. There's nothing I can do."
While Sharp admits to having made a few mistakes along the way, one mistake he never made, he says, is putting profits ahead of people.
"I believe part of the Four Seasons' worldwide acclaim," he writes, "is built primarily on the strong relationships I've built over the years with owners, partners and board members who shared my standards, and with the thousands of employees, managers and executives who help make this company such a success."
Believe in people and they will believe in what you are trying to achieve.
